When your business relies on a call center for sales, service, and support, getting customers to trust your calls is the key to high answer rates, improved efficiency, and a better bottom line. However, when your phone number shows up as “Scam Likely” on caller ID, customers are unlikely to trust or answer the call.
This issue is often caused by high-volume calling, unverified caller IDs, customer complaints, or the use of robocalls without consent. These practices trigger spam filters used by telecom carriers to protect their users from potential fraud. Fortunately, there are technologies and practices businesses may adopt to repair the reputation of their phone numbers and prevent numbers from being flagged in the future.
The Rise of Phone Scams
The rise of scam and spam calls has been driven by advancements in technology that make it easier and cheaper for malicious actors to place high volumes of automated calls. These calls often use tactics such as caller ID spoofing to disguise their identities, making them appear as local or trusted numbers to increase the chance the calls will be answered.
Unfortunately for businesses that rely on phone communications, this dramatic increase in scam and spam calls has eroded consumer trust in phone communication. Today, nearly 9 out of 10 customers will not answer calls from an unknown number, making it difficult for legitimate businesses to connect with customers.
Telecom carriers have implemented several measures to address this growing problem. Sophisticated detection algorithms can analyze calling patterns and flag suspicious activity. The STIR/SHAKEN caller authentication framework verifies the legitimacy of phone numbers, and the use of warning labels like "Scam Likely" on caller ID can alert recipients of potentially fraudulent calls. While these measures aim to rebuild trust in phone-based communication, they also pose challenges for businesses whose numbers are mistakenly flagged as scams or spam.
Why Phone Numbers Are Marked as “Scam Likely” on Caller ID
Phone numbers are flagged as “Scam Likely” due to various reasons:
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High-Volume Calling When a phone number makes frequent calls to many recipients in a short period, it can look suspicious to spam detection systems. These systems are designed to identify patterns similar to those used by scammers and telemarketers.
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Unverified Caller ID Numbers that lack proper authentication, such as STIR/SHAKEN protocols, are more likely to be flagged as spam. STIR/SHAKEN is a system that verifies the identity of the caller to ensure the number is not spoofed. Without this verification, carriers may assume the call is fraudulent, even if it’s legitimate, making it crucial for businesses to work with their carriers to implement these protocols.
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Customer Complaints If recipients frequently report a number as spam, carriers take notice and may flag the number as “Scam Likely.” These complaints often come from aggressive telemarketing practices or repeated calls to people who haven’t opted in to receive them.
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Use of Robocalls Automated dialing systems, especially when used without customer consent, are a common reason numbers get flagged. Robocalls are heavily associated with scams, and carriers flag communications that look like robocalls to protect their users from this type of fraud.
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Suspicious Behavior Certain calling behaviors can trigger spam filters and lead to a “Scam Likely” designation. These behaviors include aggressive calling after a long period of inactivity, where a number suddenly ramps up its call volume. A high ratio of outbound calls compared to inbound or answered calls also raises red flags. Numbers that frequently have calls going straight to voicemail or involve short-duration calls (under five seconds) appear suspicious. Dialing the same number multiple times consecutively can also cause carriers to label the number as a potential scam.
The Impact of Flagged Phone Numbers
When a business phone number is flagged as "Scam Likely" on caller ID, it can have significant negative consequences on various areas of operation.
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Loss of Trust Customers are unlikely to answer calls labeled as "Scam Likely" on caller ID, since these calls immediately raise suspicion. This lack of trust can lead to a damaged reputation, especially if customers associate the business with potential fraud or unwanted spam calls.
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Lower Call Answer Rates Phone calls are a vital channel for many businesses to communicate with customers for sales, support, or follow-ups. A "Scam Likely" label drastically reduces answer rates, limiting the ability to engage with customers.
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Decline in Sales and Revenue For businesses that rely on outbound sales calls, a flagged number can lead to missed opportunities and a decrease in conversions. Potential customers who might have been interested in a product or service may never engage, directly impacting the bottom line.
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Increased Operational Costs When calls go unanswered, businesses may need to resort to alternative methods of outreach, such as additional email campaigns or physical mail, which can increase costs. They may also need to invest in efforts to repair the flagged status of the phone number, adding further expense.
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Harm to Brand Image Appearing as "Scam Likely" can create a perception that the business engages in unethical or spammy practices, even if it does not. This perception can spread quickly among customers, damaging long-term relationships and customer loyalty.
How To Prevent a Phone Number from Being Flagged
These steps can help to keep your phone numbers from showing up as “Scam Likely” on caller ID.
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Register Your Number Registering your business phone number with carrier databases is a critical first step in preventing phone numbers flagged as spam or scams. Carrier databases use verification processes to identify legitimate numbers, which helps reduce the likelihood of a phone number marked as spam or scam. Additionally, registering with services like the National Do Not Call Registry ensures your business adheres to regulatory requirements, protecting your operations from penalties and building trust with customers.
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Implement Call Authentication Protocols and Technology Call authentication technologies and protocols like STIR/SHAKEN are essential to authenticate your caller ID, proving to carriers and customers that your calls are legitimate. These technologies work by verifying the source of a call, ensuring recipients that the call is legitimate. Partnering with your phone service provider to implement these security measures reduces the risk of flagging and reassures customers that your business practices are trustworthy.
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Use Branded Caller ID Services Branded caller ID services enable businesses to display their name, logo, and other identifying information on recipient devices, increasing transparency and credibility. When customers see a recognizable business name, they’re more likely to trust the call and answer. These services also help distinguish legitimate calls from spam, reducing the risk of being flagged by carriers.
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Limit High-Volume Calling Practices Excessive calls to numerous recipients within a short period can trigger spam filters, making it vital to manage your call volume carefully. Establishing structured call schedules and using multiple verified numbers for outreach helps avoid appearing like a spam operation.
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Maintain Compliance with Telecommunication Laws Compliance with laws like the Telephone Consumer Protection Act (TCPA) is a critical aspect of maintaining your caller ID reputation. This means avoiding calls to individuals who haven’t provided consent or are on the Do Not Call list. Businesses that follow these regulations can inevitably reduce complaints from customers and minimize the risk of phone numbers marked as spam or scam.
How To Repair a Phone Number Flagged as "Scam Likely"
Businesses can take several steps to resolve a phone number mistakenly flagged as “Scam Likely.”
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Contact The Carrier Major carriers like AT&T, Verizon, and T-Mobile have dedicated processes for addressing flagged numbers. Reaching out to the carrier to verify your number involves proving your identity and demonstrating that your business practices are legitimate. This step is essential to removing the "Scam Likely" label and restoring trust in your calls.
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Use Advanced Phone Number Management Solutions Superior phone number management solutions provide advanced tools, such as branded caller ID and authentication protocols, to establish credibility. These services also offer insights into call analytics, helping you adjust your practices and avoid behaviors that trigger spam filters. By partnering with trusted providers, you can rebuild your reputation and maintain trust with customers.
SecureLogix: Call Security, Authentication, and Trust Solutions
SecureLogix has been a pioneer in call security, trust, and authentication for more than 20 years. With patented technology and the most skilled team in the industry, we monitor and protect some of the world’s largest and most complex contact centers and voice networks.
SecureLogix offers a suite of solutions designed to improve call trust and help prevent and repair phone numbers mistakenly labeled spam or that appear as “Scam Likely” on caller ID.
SecureLogix Reputation Defense™ Call Number Management Service
Reputation Defense™ is a phone number management solution that helps remove fraud/spam labeling attached to your enterprise call numbers, effectively restoring your phone number reputation. This service also provides ongoing monitoring to maintain a healthy status and prevent phone numbers from being marked as spam or scam.
SecureLogix® Contact™ Call Branding Service
Contact™ is a centralized, secure call branding solution that increases call answer rates across all major service providers while protecting calls and corporate reputation from spoofing. Contact™ enhances call displays with your full corporate name and logo along with other rich call display data like trust verifications and the reason for the call. Contact™ Call Branding Service offers broad coverage across 95% of wireless devices and increases answer rates by 30% on average.
SecureLogix® TrueCall™ Spoofing Protection Service
SecureLogix® TrueCall™ is a caller ID spoofing prevention solution that identifies and blocks fraudsters attempting to impersonate your brand by spoofing your corporate calling numbers. This outbound solution integrates with the major wireless carriers and their call analytics vendors to prevent spoofed calls from passing through a carrier network-level spoofing protection filter.
Additional solutions from SecureLogix include Call Defense™ System and Call Secure™ for call security, and Orchestra One™, a comprehensive contact center authentication software solution.
FAQ
Q: How can I check if my business phone number is flagged as "Scam Likely" on caller ID?
Contact your phone carrier or use third-party tools like Hiya or Nomorobo to check if your number has been flagged. These services often provide insights into how your number is being categorized by spam detection systems.
Q: How does call spoofing impact my business phone number?
Scammers sometimes use call spoofing to make their calls appear as if they are coming from legitimate business numbers. If your number is spoofed, it could be flagged as "Scam Likely" due to fraudulent activity not caused by your business.
Q: Can I dispute a "Scam Likely" label on my number?
Yes, you can dispute the label by contacting your carrier or using a third-party service to verify your number. You’ll likely need to provide proof that your business is legitimate and explain your calling practices.
Q: Can texting instead of calling reduce the risk of flagging?
Texting can be a useful alternative to calling, but it’s not foolproof. Unsolicited or high-volume texts may still be flagged as spam, so ensure compliance with messaging regulations and customer consent.
Q: How can businesses reassure customers who hesitate to answer calls labeled as "Scam Likely"?
Use alternative methods, such as emails or texts, to inform customers of your call and explain why you’re reaching out. Encourage them to save your number as a trusted contact.
Q: Does using a toll-free number reduce the chance of being flagged?
Toll-free numbers can lend credibility, but they are not immune to flagging. Proper authentication, compliance, and responsible call practices are still necessary to prevent issues.